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Form of workWho We Are
Netrality Data Centers is a growing private-equity backed owner-operator of strategic interconnection properties. With eighteen premier data centers located in six metropolitan markets, Netrality continues to acquire strategic network interconnection data centers and develop Meet Me Rooms and wholesale data center space within those properties to offer the highest quality and most robust direct network interconnections in the market.
Netrality offers comprehensive and competitive benefits to our employees, notably:
- Multiple offerings for medical, dental, and vision insurance
- Company-paid life, short- and long-term disability, and AD&D insurance
- Optional supplemental life insurance and accidental/incidental plans to elect
- Employee discount services through our partner's savings platform
- $1:$1 company match for all eligible charitable gifts
- Remote working flexibility
Who We Need
Netrality Data Centers is seeking a dedicated and customer-focused individual to join our team as a Customer Experience Specialist/Manager. As a crucial member of our organization, you will be responsible for ensuring exceptional customer satisfaction through effective communication, issue resolution, and proactive support. Key areas of focus will be revenue retention, churn mitigation, and increasing incremental revenue growth for the company.
Netrality is a close-knit team of A-players. This position allows opportunity for the right person to establish efficiencies and best practice enterprise-wide, with the potential for growth of the within the function over time.
Description of Responsibilities
- Responsible for ensuring Netrality's customers have a positive experience, stay with us, and grow over time.
- Responsible for forecasting, tracking, and mitigating churn for all Data Center customers.
- Increase customer touchpoints with regular check-ins, quarterly business reviews, and get well plans for customers at risk.
- Provide white glove service to all customers by resolving customer issues, day to day questions, escalations, and requests.
- Handle difficult customer service issues and resolve conflict.
- Provide portal support, training, and look-ups.
- Assist with billing concerns, invoice pulls, and ETL requests.
- Become the trusted advisor to your clients so that they become more sticky and you can learn their current needs/future growth.
- Uncover additional sales opportunities and leads that can be passed along to the Sales Team
- Partner with the Legal Team to provide assistance on renewals, auto-renewals, and hold-overs.
- Provide assistance to the DSAs on post-sale or non-revenue generating activities so they can focus on selling.
- Attend customer meetings and DC tours as needed with Sales some light travel needed on occasion, but not often.
- Account research and clean up on newly acquired bases of customers from acquisitions.
- Contract/MLSA research, understanding, and reporting is a daily function of this role.
- Work with all departments within Netrality with ongoing projects for enhancements, efficiency, marketing, outreach, and expansion.
Position Requirements and Desired Skills
- Bachelor's Degree in related field or equivalent years of experience in industry
- At least 5 years in a customer service/support related position with a preference in the telecom/datacenter environment.
- Proficient with Word, Excel, Adobe Acrobat, Salesforce, and other ERP platforms
- Experience working with complex Contracts, MLSAs, Ts & Cs, and Legal Teams
- Familiarity with project management principles and practices
- Must have excellent communication, interpersonal, and customer service skills
- Highly organized and detail oriented
- Must be able to think strategically and make decisions that will improve the overall Customer Experience
- Have strong analytical skills and be able to use data to identify trends and assess customer satisfaction levels
- Able to work with all personalities and levels of management
- People person at heart and enjoy speaking with customers daily
- Able to handle working/solving issues for customers when they might be disgruntled or upset
- Be flexible and patient change is a constant in a growing company
- Experience working independently as well as collaboratively; effectively managing priorities while meeting hard deadlines
- Ability to work cross-functionally with ease
- Self-motivated, initiative taker with a can-do attitude
- Highest ethical and professional conduct and integrity
- Adhere to all guidelines and expectations set forth in company's corporate handbook
Netrality Management Co., LLC and its affiliate companies are equal opportunity employers, abiding by all federal, state, and local laws and employment regulations. Netrality Management Co., LLC does not discriminate on the basis of any protected classes and is proud to be a provider of an inclusive and diverse workplace.
